Return Policy
Last edited November 2024
- Satisfaction Guaranteed
We are confident in our products and guarantee they will meet our listed specifications and be free from defects in materials and workmanship for 30 days after shipment. If you find any defects, please let us know right away so we can look into it and confirm the issue. For more details on this guarantee, check out Section 6 of our Terms and Conditions of Sale. If you need help, feel free to contact us.
- Cancellations or Modifications
If you need to cancel or modify an order that is still in process but has not yet shipped, please contact us. Please note that changes may incur a 35% fee, along with any additional handling and packaging costs. For orders that have already been shipped, a 35% fee will apply, in addition to shipping, handling, and packaging charges. Unfortunately, we are unable to process cancellations or modifications for certain items, including diagnostic reagents, custom products, bulk orders, and special orders with specific requirements such as shelf life and batch specifications.
- Incorrect, Missing or Damaged Products
If you find that a product is incorrect, damaged, or missing items, please contact us within 5 days of receiving it so we can quickly address and resolve the issue. If we don’t hear from you within this timeframe, we won’t be able to take responsibility. Once we receive your notice, we might need to inspect the products to decide the best solution. This could involve replacing any damaged or missing items, issuing a credit or adjusting the invoice if the delivery was incomplete, or updating the invoice to match the actual quantity delivered.
- Returns
To return a product, you’ll need to get written approval from us first. Please contact our customer support within 5 days of receiving your item. We’ll send you a confirmation email with detailed instructions that you will need to follow to process your return and receive a refund.
Keep in mind that some products, like diagnostic reagents, refrigerated or frozen items, custom products, bulk items, special orders, and orders under $30.00, can’t be returned. Special orders are those made to meet specific requirements such as shelf life and batch specifications. Additionally, returns may be subject to a restocking fee of at least 35%. Please make sure to return products in their original packaging with the original label intact and in their original condition.
- Contact Us
You can contact us at 800-869-9290 or by email at customer@chemimpex.com.